What is/isn't an emergency?

This is a fault which presents an immediate danger to your safety, security or health. It will be treated as an emergency and we will respond immediately.

For example:

• Major storm or structural damage
• Burst water pipes
• A window or door is so badly damaged that your home is no longer secure.

What should I do?

From 8am to 4pm, Monday to Friday, call our Maintenance team on 240866

If it is after 4pm or before 8am or on a weekend or Bank Holiday, call 07911 722353.

What happens?

Whoever takes your call at the GHA will assess if the problem needs an immediate or 24 hour emergency repair. It may be that the repair can be left safely until the next working day.

If the maintenance team call out a contractor to deal with an immediate emergency repair, you or a responsible member of your household must remain at home to give access or give us permission to enter your home with our office key.

Failure to do this:

• will result in you being charged for the wasted call-out
• will result in you being charged for the cost of repairing any damage to your property if we have to force entry to carry out an emergency repair.

A contractor called out at night or over the weekend may not be able to carry out a full repair. The contractor will then make your home safe until the full repair can be completed, normally on the next working day.

Remember you will have to pay for a call-out (and work) that you have requested in this fashion but that is not regarded as a 'same day' emergency and this could be very expensive.

A same day emergency repair is a fault that is not an immediate danger to your safety, security or health but that will require urgent attention. This is an emergency that we will respond to within 24 hours or the next working day if it is an out of hours call.

For example:

• No usable toilet in the property
• Total loss of electrical power (when not fuses or trip-switches). If you are using a pay-as-you-go key meter please ensure that you have credit in the meter before calling.  Please also check it is not a power cut.
• Leaking pipes
• Drains backing up
• Key snapped in door lock

What should I do?

From 8am to 4pm, Monday to Friday, call our Maintenance team on 240866.

If it is after 4pm or before 8am or on a weekend or Bank Holiday, call 07911 722353.

What happens?

Whoever takes your call at the GHA will assess if the problem needs an immediate or 24 hour emergency repair. It may be that the repair can be left safely until the next working day.

If the maintenance team call out a contractor to deal with an immediate emergency repair, you or a responsible member of your household must remain at home to give access or give us permission to enter your home with our office key.

Failure to do this:

• will result in you being charged for the wasted call-out
• will result in you being charged for the cost of repairing any damage to your property if we have to force entry to carry out an emergency repair.

A contractor called out at night or over the weekend may not be able to carry out a full repair. The contractor will then make your home safe until the full repair can be completed, normally on the next working day.

Remember you will have to pay for a call-out (and work) that you have requested in this fashion but that is not regarded as a 'same day' emergency and this could be very expensive.

An urgent repair is a repair that is not considered to be an emergency but still needs prompt attention. The GHA will respond to these types of jobs within three working days and examples of these are:

• No heating or hot water
• Smashed or shattered glass where property is still secure.

What should I do?

From 8am to 4pm, Monday to Friday, call our Maintenance team on 240866 giving your name, address, contact number and details of the issue.

What happens?

Whoever takes your call at the GHA will assess the problem and will either instruct one of our own technicians or a third party contractor to attend. The GHA will pass your contact details onto whoever has been issued with the job and they will contact you directly to arrange access to the property.

It may be the case that it’s easier for you to give permission for contractors to access your property whilst you are out and in that instance, with your permission, we will issue a front door key to the contractor and they will let themselves into your property to carry out the repair.

A routine repair is a general repair where there is no immediate urgency required to complete it. The GHA will respond to these jobs within 21 working days and examples of these are:

• Fence/gate repairs
• Decorating jobs
• Basin pop-up waste repairs

The 21 day timescale is the maximum time it will take for when the task should be completed by and these jobs are usually attended to well within that time frame.

What should I do?

From 8am to 4pm, Monday to Friday, call our Maintenance team on 240866 giving your name, address, contact number and details of the issue.

What happens?

Whoever takes your call at the GHA will assess the problem and will either instruct one of our own technicians or a third party contractor to attend. The GHA will pass your contact details onto whoever has been issued with the job and they will contact you directly to arrange access to the property.

It may be the case that it’s easier for you to give permission for contractors to access your property whilst you are out and in that instance, with your permission, we will issue a front door key to the contractor and they will let themselves into your property to carry out the repair.